2 min article

How sellers can cancel an order

Sellers are obligated to complete the sale when a buyer makes a purchase. However, we understand that there may be circumstances in which orders need to be cancelled.

The "Issue with buyer's address" reason is no longer available to sellers when canceling orders for items sold through Authenticity Guarantee.

You can cancel an order by selecting the button below. After you cancel we'll let the buyer know and, if they've already paid, they'll get a refund.

Cancel an order

You'll find instructions below on other ways to cancel an order.

How to cancel an order in Seller Hub or in My eBay Sold:

  1. In Seller Hub, go to Orders - opens in new window or tab; or in My eBay, go to Sold - opens in new window or tab.
  2. Find the order you want to cancel, and from More actions, select Cancel order.
  3. Choose a reason for the cancellation and then select Submit to finish.

If you’re cancelling the order because the buyer hasn’t paid, the reason code "Buyer hasn't paid" will become available after 4 full calendar days. Learn more about resolving unpaid items with buyers.

You can cancel an order up to 30 days after a sale, even if your buyer has already paid. Keep in mind that if you cancel an order, you may receive a transaction defect and this could affect your seller performance level.

What if the buyer requests to cancel the order?

If you receive a notification from eBay that the buyer has requested to cancel the order, you'll have 3 days to accept or decline the request.

If you don't respond within the 3 calendar days, we'll close the buyer's cancellation request. If the buyer hasn't paid, then the order will be cancelled automatically. If the buyer has paid, you'll need to fulfil the order.

What happens after an order is cancelled?

When you cancel an order, a full refund will be issued automatically. Once the buyer has been refunded, you may be eligible for a fee credit as per our fee credits policy.

If the listing was a single quantity, Buy It Now item, we'll automatically relist the item for you unless you select "No" next to "Relist item?" when you're cancelling the order.

If you cancelled the order because the buyer didn't pay, any feedback left by the buyer will be removed and your seller standards won't be affected.

If there is an issue with the refund

If there's an issue with the refund, we'll notify you immediately to let you know. We'll also ask that you try to issue it again by selecting the Retry refund button in the notification. If you still can't issue the refund, try selecting a different payment method to fund it. Learn how refunds are funded.

If the buyer doesn't receive their refund, they may open an eBay Money Back Guarantee request and you can refund them through that.

Learn more about how to help a buyer with an item they didn't receive.

You can find more information about cancelling orders in our Order cancellation policy.

If you cancelled the order because the buyer didn't pay, any feedback left by the buyer will be removed and your seller standards won't be affected.

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